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Desktop Support II

Office Ally

Office Ally

Customer Service
San Antonio, TX, USA
Posted on Jan 7, 2025

Job Details

Office Ally Inc Texas - San Antonio, TX
$25.00 Hourly

Description

Summary

As a Desktop Support Specialist (Level 2), you will play a crucial role in providing advanced technical support to end-users and ensuring the stability and efficiency of desktop systems within our organization. Building upon the foundation of Level 1 support, you will be responsible for resolving escalated technical issues, conducting in-depth troubleshooting, and implementing solutions to complex problems. This role requires a deeper level of technical expertise, strong analytical skills, and the ability to collaborate effectively with both end-users and IT team members to deliver high-quality support services.

Job Duties

  • Provide advanced troubleshooting and resolution of hardware issues, including system crashes, hardware failures, component malfunctions, and peripheral device problems.
  • Diagnose and resolve complex software issues, including compatibility problems, performance issues, configuration errors, and application crashes.
  • Investigate and troubleshoot network connectivity problems, including wired and wireless connectivity issues, DNS resolution errors, IP address conflicts, and VPN connectivity problems.
  • Optimize system performance by analyzing performance metrics, identifying bottlenecks, and implementing optimizations to improve responsiveness, speed, and resource utilization.
  • Detect and remove viruses, malware, spyware, and other security threats from desktop systems using antivirus software, malware removal tools, and manual cleaning procedures.
  • Assist with data backup procedures, file restoration from backups, and data recovery from corrupted or damaged storage devices using data recovery tools and techniques.
  • Troubleshoot user account issues such as login problems, access permissions errors, password resets, and account lockouts in directory services or authentication systems.
  • Provide configuration, setup, and troubleshooting support for mobile devices used by employees, including smartphones, tablets, and other mobile devices.
  • Mentor and provide guidance to Level 1 support technicians, sharing best practices, troubleshooting techniques, and technical knowledge to enhance their skills and capabilities.
  • Coordinate with internal IT teams, external vendors, and service providers to address technical challenges and implement solutions in a timely manner.
  • Assist in the planning, testing, and implementation of desktop system upgrades, patches, and software deployments, ensuring compatibility and minimal disruption to end-users.
  • Develop and maintain technical documentation, knowledge base articles, and support procedures to facilitate the resolution of common technical issues and improve support efficiency.
  • Participate in IT projects and initiatives, such as hardware refresh cycles, system migrations, and technology deployments, contributing technical expertise and support as required.
  • Other duties as assigned.
  • Works collaboratively in a team environment with a spirit of cooperation.

Supervisory Responsibilities

This position will not have any direct supervisory responsibilities.

Qualifications

Qualifications

Ability to perform essential job duties with or without reasonable accommodation and without posing a direct threat to safety or health of employee or others. To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential duties.

  • Minimum of 2-3 years of experience in a desktop support role, with demonstrated proficiency in troubleshooting and resolving complex technical issues.
  • Knowledge on basic administration of Microsoft Office 365 supported by one year of experience.
  • In-depth knowledge of desktop operating systems (e.g., Windows), productivity suites (e.g., Microsoft Office), and specialized software applications commonly used in the organization.
  • Strong understanding of hardware components, peripheral devices, and networking concepts, with the ability to diagnose and address related issues effectively.
  • Proficiency in using diagnostic tools, remote support technologies, and ticketing systems to manage and track support requests and incidents.
  • Excellent communication skills, with the ability to communicate technical information clearly and concisely to both technical and non-technical audiences.
  • Strong analytical and problem-solving abilities, with a systematic approach to troubleshooting technical issues and implementing solutions.
  • Proven ability to work collaboratively in a team environment, as well as independently with minimal supervision.
  • Commitment to providing exceptional customer service, with a focus on building positive relationships and exceeding end-user expectations.

Education & Experience

High school diploma or GED required; Associate degree preferred, or 2-3 years of desktop support or related experience required; technical certifications or trainings preferred.

Certificates, Licenses and/or Registrations

MS900 Required, MD102 Preferred.

Travel Requirement

This position does will require occasional (6%-20%) travel for team meetings, conferences, etc.